Job details
Job type full-time
Full job description
The network operations network engineer i is a key element within the rackspace infrastructure team and is expected to provide a high level of technical expertise to ensure the uptime and maintenance of critical networking systemsA racker in this role takes ownership of complex network issues and ensures they are resolved and/or successfully documented and handed off to an oncoming shiftThe network engineer i actively monitors the rackspace network at all levels, from top of rack to edge, using various tools and communicates and resolves issues identified or escalates them to the appropriate levelThe racker also responds to issues escalated to network operations via tickets and phone calls from internal customers and is expected to engage directly with external customers via public ticket comments and phone conversations to ensure problem resolutionTechnical issues can include troubleshooting latency, packet loss, and poor performance; responding to ddos attacks; identifying and resolving switch and router hardware and software failures; identifying and resolving configuration inconsistencies; conducting maintenances to ensure standardization and uptime; and managing internet providers and connectivity.
The network operations engineer will create and maintain customer loyalty by providing fanatical support above and beyond customer expectations.
Key accountabilities:
Provide exceptional customer support via the ticketing system and phone
Detect events in a timely manner using monitoring tools
Mitigates ddos attacks to protect customer and shared infrastructure
Document planned and unplanned network events in appropriate tracking and turnover systems
Troubleshoot and resolve network events and create event documentation accordingly
Take ownership of level-appropriate customer requests and issues, seeing them through to resolution
Escalate support requests to next level engineers and communicate with incident management as appropriate
Escalate to vendors and follow up as needed to ensure problem resolution
Adhere to change management and maintenance policy and process
Participate and provide input to root cause analysis
Review, provide input, and sign off on defined policy and process standards
Person specification:
The network operations network engineer i has an introductory to intermediate aptitude with: network platforms (cisco 2900, 3500, 3700, 4900, 6500, asr1k, asr9k, nexus 3k, nexus 6k, nexus 7k, arista 7000, etc…)
Supported layer 2 and 3 protocols and features (stp, hsrp, vlans, cdp, port-channels, ospf, bgp, mpls, dwdm, etc…)
Monitoring systems (arbor, zenoss, syslog, solarwinds, whatsup gold, etc…)
The network operations network engineer i is:
Able to handle multiple tasks and prioritize work under pressure
Detail-oriented in documenting information and able to own customer issues through resolution
Capable of demonstrating sound problem-solving skills coupled with a desire to take on responsibility
Passionate about technology and has a desire to expand technical knowledge
The ideal candidate possesses:
A minimum of 18 months of recent networking experience in a command-line oriented environment
Ccna-level aptitude
Strong experience in a customer service role
Excellent written and verbal communication skills
Critical thinking skills and the ability to provide solutions with precision during high-pressure situations
Schedule flexibility to include working a weekend day regularly and holidays as required by the business
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More on rackspace technology though we’re all different, rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring missionWe bring our whole selves to work every dayAnd we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globeWe welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristicIf you have a disability or special need that requires accommodation, please let us know.
Position is available for remote work in the following states unless otherwise specifiedAlabama, arizona, arkansas, california, connecticut, delaware, district of columbia, florida, georgia, idaho, illinois, indiana, iowa, kansas, kentucky, louisiana, maine, maryland, massachusetts, michigan, minnesota, mississippi, missouri, montana, nebraska, nevada, new hampshire, new jersey, new mexico, new york, north carolina, north dakota, ohio, oklahoma, oregon, pennsylvania, rhode island, south carolina, south dakota, tennessee, texas, utah, vermont, virginia, washington, west virginia, wisconsin, wyoming.
